Hotel Services Quality Assessment Using 'Servqual' Method. Case Study: Athénée Palace Hotel

• Author: Madar, A.
• Position: Faculty of Economic Sciences and Business Administration, Transilvania University of Brasov
• Pages: 71-76

Bulletin of the Transilvania University of Braşov

Series V: Economic Sciences • Vol. 7 (56) No. 2 - 2014

HOTEL SERVICES QUALITY

ASSESSMENT USING SERVQUAL

METHOD. CASE STUDY:

ATHÉNÉE PALACE HOTEL

Anca MADAR1

Abstract: With more intense competition in the global market without quality

and without special skills in its obtaining, assessment and continuous

improvement, companies can not meet the increasing demands of consumers.

Therefore, service companies must find those quality strategies that ultimately

lead to achieving maximum consumer satisfaction. In order to assess the

satisfaction and therefore, in order to improve service qual ity SERVQUAL

method may be used. This paper illustrates the application of this method in the

hotel services offered by the Hotel Athénée Palace in Bucharest .

Key words: quality, hotel services, quality assessment, quality of the staff.

1 Faculty of Economic Sciences and Business Administration, Transilvania University of Braşov.

1. Introduction

In a world of competition and

sophisticated demand quality is the way a

company can survive. [4] The quality in

the field of services is more and more

important in the present economic

situation [2].

According to the WTO, "the quality is

the result of a process involving satisfying

the legitimate needs of products and

services, consumer requirements and

expectations at an affordable price, in

accordance with the quality standards

related to the safety and security of

tourists, hygiene, accessibility,

transparency, authenticity and tourism

activity’s harmony with the natural and

human environment." [3]

Since tourism services are based on the

interaction between customer and provider,

it is crucial to underline the importance of

human resources in this industry.

Therefore, although it should be led by

management, the quality is the

responsibility of everyone in the company.

The attitude, skills, behavior and tangible

items such as the uniform, the

communication way of the employee are of

great importance and represent the

organization’s culture and value.

We distinguish four categories of essential

skills for a tourism worker: [5]

- Technical Skills;

- Interpersonal skills;

- Skills for handling consumer;

- Problem solving skills.

Another buzzword regarding human

resources is the empowerment, meaning

"an organization providing personnel

responsibilities while simultaneously

creating opportunities for taking them" [6].